Overcome the Risks of an Outdated Contact Centre Infrastructure Whether it’s a sagging, worn-out sofa or…
Category: – Articles
Avoidable Customer Churn Costs UK Businesses £25b
Electricity, insurance, gas and broadband suppliers top the CallMiner Index Empathy in call centres is key…
How Internet of Things Will Change the Contact Centre
What is the Internet of Things (IoT)? In simple terms, IoT refers to connected devices that…
What Companies Forget When Fighting Cyberattacks
Never underestimate the ingenuity and effort that burglars will put into their work. If a team…
SVL: The Case for Speech Analytics in the SME
Over the last 5 years, advances in technology and the move to the Cloud has made…
Flexible, cloud-based solutions key to workforce optimisation
With the increasingly urgent need to make their workforces more productive, technology is often touted as…
Lack of Clarity Hampers Strong Customer Authentication
Lack of clarity from regulators is hampering moves to make strong customer authentication a reality, says…
Gig Economy on the Rise: What’s the effect on Agents?
Gig economy on the rise: customer service agents show strong interest working as on-demand agents •…
Traditional Wireless Technology is a Waste of Space
When people say that the world is shrinking, they usually don’t mean it literally. Yet that’s…
New Rules of Engagement for Contact Centres
The way that customers engage with businesses has irreversibly changed. Contact centres need to adapt: consumers…
The Foundational Pillars of Omni-Channel Success
Many organisations want to provide an omni-channel experience, but few are actually doing it well consistently.…
SVL Business: PULL OVER – We’re the Real-time Police!
I started my career in resource planning, not quite at the time when you had to…
Contact Centre Confusion Over Ofcom Outbound Regulations
There are estimated to be 6,200* contact centres in the UK, with perhaps a quarter of…
Why Agent Engagement Hinges on Tool Effectiveness
If organisations want to deliver a great customer experience, it’s important to create a great agent…
The future of the Contact Centre – Genuine Omni-Channel
The future of the contact centre – genuine omni-channel engagement Joe Rabah, Managing Director for EMEA,…
NLP & Pursuit of Customer Self-Service Excellence
Natural language processing and the pursuit of excellent customer self-service – Stephen Ball, Senior VP Europe…
Contact Centre Superagents – 6 Reasons to Celebrate
Rather than fear robots taking over the contact centre, Nick Smith at Teleopti says it’s time…
The Rise of the Collaborative Contact Centre
The Rise of the Collaborative Contact Centre – John Finch, AVP Product Marketing, RingCentral Traditional contact…
Can Successful Automated Customer Self-Service Be Achieved?
Successful automated customer self-service can only be achieved through mastery of natural language processing, says Aspect…